FAQ

1. What currency will I be charged in?

All orders are charged in Singapore Dollars (SGD).

2. What payment methods can I use?

We accept payment via PayPal or local bank transfer.

Through PayPal, you can choose to pay via your Visa, MasterCard or American Express Credit/Debit Cards even without an account.

For local bank transfer, we will email you the payment instructions after you submit your order.

3. Is delivery free?

Yes, delivery within Singapore via SingPost registered mail is free!

For overseas shipping, email us at hello@vanillapup.com with the item(s) you would like to purchase and your delivery address. We will get back to you within 3 working days with the cost of delivery.

4. When will my item(s) arrive?

We dispatch all in-stock items within 3 working days after order confirmation. You can expect to wait between 3-7 days for delivery within Singapore.

For out-of-stock items, it should take 2-3 weeks for the stock to arrive. If you need the item urgently, email us at hello@vanillapup.com before ordering and we will try our best to expedite the delivery for you.

5. What if the delivery arrived while I am not home?

We deliver all items via SingPost registered mail or Speedpost Standard Delivery. If the delivery is unsuccessful, a delivery advice slip will be left at your door for you to arrange for redelivery (if applicable) or self-collection at a designated post office or POPStation within the next 5 working days. Please refer to the delivery advice for specific instructions and details.

Shop Vanillapup will not be responsible if the addressee fails to collect the article within the period stipulated in the delivery advice.

6. Do you ship outside of Singapore?

Thanks for your interest! We currently ship overseas to USA, Europe, Indonesia, Hong Kong, Macao, Taiwan, Thailand, Philippines, and Vietnam.

If you reside outside of those countries, please email us at hello@vanillapup.com with the item(s) you would like to purchase and your delivery address. We will get back to you within 3 working days with the cost of delivery.

7. Can I return my item? 

Your satisfaction is our top priority. All items from Shop Vanillapup are thoroughly checked before delivery, but if you are not satisfied with your purchase, it can be returned under the following conditions:

  • You must notify us within 3 days of receiving the item
  • You must return the item directly to us within 7 days
  • The item must be returned unused and undamaged with the original packaging and tag intact
  • You are responsible for the return postage and packaging

Upon receiving your returned item, we will process the refund via the same payment mode you used to purchase the item.

8. How can I contact you?

Feel free to email us at hello@vanillapup.com if you have any questions or feedback.